Refund policy

This policy applies to purchases made online through SANA SANA STUDIO and is subject to the provisions of the Australian Consumer Law (ACL).

1. Australian Consumer Law (ACL) Compliance

Under the ACL, you are entitled to a refund, repair, or replacement if the goods you purchased are faulty, do not match the description, or are unfit for the purpose.

Goods with a Major Problem: You have the right to choose a refund or replacement.

Goods with a Minor Problem: We may choose to repair the item, offer a replacement, or provide a refund.

2. Change of Mind Returns (Pre-Order & Custom Goods)

Due to the limited production and made-to-order nature of our garments, we strictly limit returns for change of mind. By placing a pre-order, the customer acknowledges this policy.

Policy Detail

Condition

Return Period

7 days from the date of delivery.

Remedy Offered

Store Credit Only (issued as a gift card). Exchanges are not possible as all items are made to order.

Exclusions (No Refund)

We do not offer refunds for change of mind. Refunds are only legally required for faulty items (see Section 1).


3. Return Conditions (Strict Requirements)

To be eligible for a change-of-mind Store Credit, the returned garment must meet the following strict conditions:

  1. Original Condition: The item must be unworn, unwashed, and unused.
  2. No Odors: The item must be free of any odors, including perfume, deodorant, smoke, or pet scents.
  3. Tags Attached: All original tags and security ribbons (if applicable) must remain attached and undamaged.
  4. Original Packaging: The item must be returned in its original, protective packaging (dust bag, box, etc.) to ensure it is not damaged in transit.
  5. Proof of Purchase: A copy of the original receipt or order confirmation must be included with the return.

We reserve the right to refuse the return of any garment that we reasonably assess as failing to meet these strict conditions.

4. Excluded and Final Sale Items

The following items are strictly non-returnable and are Final Sale (unless deemed faulty under the ACL):

  • Pre-Order / Made-to-Order Items: All pre-order or made-to-order garments are Final Sale for change of mind purposes. The only available discretionary remedy is Store Credit under the strict terms outlined in Section 2.
  • Jewelry and hair accessories.
  • Swimwear, undergarments, and bodysuits (due to hygiene reasons).
  • Any item marked as "Final Sale" or discounted by 50% or more at the time of purchase.
  • Custom-made or personalized items.

5. Return Process & Costs

  1. Initiation: Contact our Customer Service team at hello@sanasana.earth or use our online Returns Portal within the 7-day window to receive a Return Authorisation (RA) number.
  2. Shipping: The customer is responsible for the cost of return shipping for all change-of-mind returns. We strongly recommend using a trackable and insured shipping method for high-value items.
  3. Faulty Item Return: If an item is faulty, please contact us and we will provide you with the address to post your return.
  4. Processing: Returns are processed within 10 business days of receiving the item. Refunds (for faulty goods only) will be issued to the original payment method.

Policy effective as of 1 Nov, 2025.